VodafoneThree
VodafoneThree - Incident Specialist
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
VodafoneThree - Incident Specialist
Incident Specialist – Stoke-on-Trent Contact Centre
Location: Stoke-on-Trent
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full-time 37.5 hours per week – Sunday to Monday shifts between 7am & 8pm
About the Role
Join our newly refurbished Contact Centre in Stoke-on-Trent, designed to support teams with amenities including spacious lounge areas, product/demo hubs, a café, and more.
You’ll play a vital role at the heart of a transformational journey—helping shape the future of the UK’s largest mobile network. As an Incident Specialist, you’ll protect the customer experience through proactive incident management, ensuring smooth operation and seamless service.
Who We Are
At VodafoneThree, we believe in connecting people, places and potential. We’re closing the digital divide, empowering communities, and driving meaningful progress. Everyone deserves equal opportunities—no matter who they are or where they come from. Here, you’ll join a team that cares about each other, customers, and the future.
We build a workplace where different perspectives are valued, voices are heard, and everyone can be their authentic self. Whether you’re fresh from school or have years of experience, there’s space for you here.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
You’ll work on real challenges, shaping a better connected future across the UK. Be part of the Consumer team, creating products, services, and propositions that connect and inspire.
Responsibilities
In this role, you’ll:
- Monitor technology performance and operational activity, proactively identifying potential customer impacts.
- Lead and coordinate responses to operational and technology incidents, ensuring effective management to resolution.
- Act as the key point of contact during incidents, providing clear updates to stakeholders and frontline teams.
- Collaborate with technical and operational teams to drive timely decisions for escalations.
- Manage major incident processes, setting clear priorities and implementing robust mitigations.
- Analyse trends in incidents and escalations to drive continuous improvement.
- Ensure operational processes comply with agreed SLAs and KPIs, supporting frontline teams.
Requirements
To succeed here, you’ll bring:
- Experience in a customer-facing, operational, or support role (e.g., contact centre, service desk).
- A strong understanding of frontline systems, performance monitoring, and incident response.
- Strong communications skills, including holding clear discussions at all levels.
- Confidence under pressure: managing multiple priorities and tight deadlines with calm.
- Highly organised and proactive in planning, coordination, and decision-making.
- Storytelling approach to solving problems, using data to drive improvements.
- Collaborative mindset, able to build cross-functional partnership.
- Initiative to embrace new challenges and protect customer success.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
What We Offer
We provide:
- Excellent salary + bonuses + Vodafone benefits, including:
- 28 days paid leave + bank holidays
- Personalised benefits like discounts, vouchers, and a pension plan
- Ways to give back, including paid volunteer time
- Training and development programs
- ** beacon.parental leave policies**
Need to Know
- Regulation Note: все positions are regulated by the Financial Conduct Authority, requiring background/DBS and financial checks.
- Access Adjustments: If you require reasonable adjustments for assessments or interviews, visit Accessibility Guidance.
- Tech & Authenticity: While we use AI for innovation, we prioritise your unique story, passion, and authenticity—not AI-generated CVs or rehearsed answers.
We care about who you really are—and your potential. Let’s connect.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills